Job closed
Ref: HP350-3027
Job description / Role
IT Support Desk Manager
Changing the way that the support function is perceived and operates.
Client Details
Private Equity Group with business across the world and a HQ in Dubai.
Description
* Analyses and resolves customer technical problems involving multiple technologies and platforms.
* Explore, test, and implement new IT solutions and services as required, with the goal of standardization.
* Participate and advise in the definition of desktop and applications standards, images, processes, and policy governance to improve technical services.
* Participate in project work as required, including non-business hour deployments (e.g. nights and weekends)
* To effectively use the CMS ticket logging system, ensuring that the ticket is updated with qualitative information and closed in accordance with internal IT procedures and within defined SLA's
Review the service desk incident/request ticket to determine exactly what desk-side support services are needed, including but not limited to:
* Troubleshooting application/network/telephony issues
* Installation of new machines/move existing machines
* Add new hardware/software component to an existing machine
* Change existing hardware/software component in a machine
* Remove/decommission inventory
* Perform Hardware refresh activities
* Firmware updates on equipment
* Backing up required hard drive files
* Restoring user data
* Adhering to processes and procedures
* Maintaining stock levels alongside Procurement
* Responsibility for inventory and asset management
* Mobile phones setup and user coaching
* Provide additional support to client and internal meeting rooms and AV if required.
* Flagging any IT security or regulatory issues arising in your jurisdictions to the Security Manager.
* IT induction training and familiarisation for new users.
* Provide hands/eyes assistance with any AV/Datacentre related issues.
* Flexibility to travel as required.
* Assisting in office moves.
* Out of hours support (as required).
* Participate in regular team meetings.
* Advise and coach junior members of staff.
Job Offer
* Great organisation with an appetite for change.
* Tax free living of Dubai in a great part of the city.
Requirements
* BA/BS degree or equivalent preferred.
* Broad software application skills desired.
* Demonstrated ability to master new software applications and technologies.
* Experience of Service Management tools preferably ServiceNow.
* Small project management experience a plus.
* Must have at least 4+ years' experience with Windows operating systems and hardware in a computer support related setting; experience working in a networked environment.
* Working knowledge of ITIL service management processes is highly advantageous.
Skills & Knowledge
* Superior written, oral and interpersonal communication skills with a strong dedication to customer service.
* Must demonstrate consistent commitment to supporting teamwork within the group.
* Proven proactive problem-solving skills and ability to work under stress and time pressure, required.
* Proven ability to organize/coordinate workload independently among constant deadlines and shifting priorities.
* The ability to work with end users at all levels of the organization are crucial to the success of an individual in this position.
* Evidence of flexibility and commitment.
* Risk and IT cyber security aware.
* Problem solver.
* Tact, discretion and diplomacy.
* Ability to analyse problems and recommend / implement solutions.
* Ability to work under pressure to meet deadlines.
* Strong analysis and decision making skills with keen attention to detail.
* Excellent organisational skills.
About the Company
Michael Page is one of the world's leading professional recruitment consultancies, specializing in the placement of candidates in permanent, contract, temporary and interim positions with clients around the world.
The Group has operations in the UK, Continental Europe, Asia-Pacific and the Americas. In the Middle East we focus on the areas of:
Finance & Accounting Banking & Financial Services Procurement Property & Construction Engineering & Supply Chain Oil & Gas Technical and Engineering Human Resources Sales Marketing Technology Secretarial Executive Search Legal
The Group operates through 161 offices in 33 countries and employs over 5,000 employees worldwide.